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Are you managing the people or the tech?

Technology, when implemented effectively in a contact centre, is a powerful tool. But, what is often overlooked is that call centres are about the people first, and the technology is simply...

By Jed Hewson 1 day ago

Robotics - a revolution in BPS efficiency

Robotics and automation technologies present new opportunities for South African organisations to revitalise and even completely redefine their Business Process Services (BPS) functions...

By Rajesh Sehgal & Gavin Holme 20 May 2016

Pressure on public sector to deliver business continuity

The public sector has moved beyond a backup-only approach towards embracing true business continuity thereby enabling an Always-On environment. This is according to insights...

18 May 2016

Mastermind Groups assist SMEs with digital transformation

Local digital transformation company Xuviate has started a series of Mastermind Groups to provide a platform for IT leaders to brainstorm, to educate and to offer support for digital transformation...

17 May 2016

Six Android apps that are awesome for small business users

Running a small business is definitely hard. You need to do so many things and every single extra help counts. You want to focus on all the time-gaining tools that are available...

By Boris Dzhingarov, Issued by Monetary Library 16 May 2016

Africa's digital potential discussed at International Telecommunications Week

MainOne recently hosted an Africa Panel Session at the recently concluded International Telecoms Week held in Chicago from 8 to 11 May 2016. The session was attended by a mix of African wholesale carriers...

13 May 2016

Four tips for choosing the right help desk software

Your company's help desk handles customers who bring complaints, questions, and troubleshooting issues - and must do so with grace and compassion in order to foster positive relationships with your customers...

By Boris Dzhingarov, Issued by Monetary Library 12 May 2016

Airtel and Facebook to launch Free Basics in Nigeria

Bharti Airtel Africa, a telecommunications service provider with operations in 17 countries across Africa, has announced that it has launched Free Basics in Nigeria in partnership with Facebook...

11 May 2016

Voice analytics can improve effectiveness of contact centres

Contact centres are a critical point of contact with customers. For many businesses, providing a seamless experience is the ideal but with multiple channels...

By Andre Deetlefs 10 May 2016

Vodacom to discontinue mobile payment offering in SA

Vodacom will discontinue its M-Pesa mobile payment offering in SA at the end of June, the mobile network said in a statement...

9 May 2016

Will chatbots replace humans at contact centres?

Fear mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger...

4 May 2016

Pros and cons of hosted and on-premise storage

With local prices of electricity and bandwidth being so high, cloud-based services are becoming more and more attractive to businesses of all types and sizes...

By Anton Vukic 3 May 2016

Mall of Africa future-ready with Wi-Fi network

Open-access Wi-Fi Network, VAST Networks together with Ruckus Wireless successfully deployed the continent's largest mall Wi-Fi installation, providing consumers and retailers with...

28 Apr 2016

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